MSP Operations Manager

All Lines Technology Inc; Cranberry Township (Butler County); On-site; USD 110,000 - 150,000; Full time

Job summary

All Lines Technology Inc. seeks an MSP Operations Manager to run day-to-day managed services.

You’ll lead the Service Desk and Tier 3/4 Engineering, coordinating with account, cybersecurity, architecture and project teams to keep client systems stable and secure. Responsibilities include ensuring SLAs/OLAs, managing incident, problem and change processes per ITIL, coordinating major outages, driving automation with PSA/ITSM, RMM, scripting and AI tools, and developing the team for 24x7x365

Qualifications

• Bachelor's degree in CS/CE/MIS or related field, or equivalent experience.
• 5–7 years in IT engineering, infrastructure operations or managed services.
• 3+ years leading technical teams, ideally at an MSP or in a Service Desk, NOC or SOC environment.
• Strong knowledge of ITIL and IT service management, and experience managing to SLAs and KPIs.
• Strong communication skills, from technical documentation to executive and client updates.

Responsibilities

• Lead service delivery, meet SLAs and client expectations.
• Manage the Service Desk supervisor and Tier 1/2 support; lead Tier 3/4 engineers.
• Oversee monitoring, patching, vulnerability remediation, firmware updates and compliance reporting.
• Coordinate major incidents and own Incident, Problem and Change processes (ITIL).
• Work with cybersecurity to triage alerts and maintain security baselines.
• Build and maintain SOPs and runbooks; pursue automation using PSA/ITSM, RMM, scripting and AI tools.
• Track KPIs, SLA results and client satisfaction; manage MSP toolset and roadmap.
• Develop the team; ensure 24x7x365 coverage, scheduling and labor cost control.
• Ensure backups are monitored and recovery efforts coordinated.

Skills

Leadership

ITIL knowledge

SLA/KPI management

Communication skills

Automation

Scheduling

Education

Bachelor's degree in CS/CE/MIS or related field

Tools

Windows Server

Active Directory

Microsoft 365

ConfigMgr

VMware

Hyper-V

Citrix

Azure

AWS

Veeam

RMM

PSA platforms

PowerShell

Job description

We're looking for an MSP Operations Manager to run the day-to-day delivery of our managed services. You'll lead our Service Desk and our Tier 3/4 Engineering team. Together they support client end users, servers, networks, cloud platforms and infrastructure. You'll report to the Director of Managed Services and be a senior escalation point when client-impacting issues come up. You'll also work closely with our account, cybersecurity, architecture and project teams.What you'll doLead service deliveryMake sure we meet our service levels (SLAs and OLAs) and client expectations. Balance proactive maintenance with reactive support, and hold the NOC, SOC and other partners accountable.Manage the support teamsSet direction for the Service Desk supervisor and Tier 1/2 support. Lead the Tier 3/4 engineers, keep ticket queues moving, and encourage knowledge sharing between tiers.Keep environments healthyOversee monitoring, patching, vulnerability remediation and firmware updates, along with compliance reporting.Handle major incidentsCoordinate the response and communications during outages. Own the Incident, Problem and Change processes, including root cause follow-up, in line with ITIL.Work with cybersecurityMake sure security alerts and vulnerabilities on client systems are triaged and fixed, and that clients stay within security baselines.Improve and automateBuild and maintain SOPs and runbooks. Look for chances to automate and standardize work using PSA/ITSM, RMM, scripting and AI-enabled tools.Report on performanceTrack KPIs, SLA results and client satisfaction. Manage the MSP toolset and help shape the managed services roadmap.Develop the teamHire, coach and develop staff. Manage 24x7x365 coverage, scheduling, time approvals and labor costs.Protect continuityMake sure backups are monitored, failed jobs are escalated and recovery efforts are coordinated.What you'll bringA bachelor's degree in Computer Science, Computer Engineering, MIS or a related field, or equivalent experience5–7 years in IT engineering, infrastructure operations or managed services3+ years leading technical teams, ideally at an MSP or in a Service Desk, NOC or SOC environmentStrong knowledge of ITIL and IT service management, and experience managing to SLAs and KPIsStrong communication skills, from technical documentation to executive and client updatesWillingness to take part in after-hours management escalation for critical incidentsTechnical backgroundWindows Server, Active Directory, Microsoft 365, ConfigMgr; networking, firewalls and wireless; VMware, Hyper-V, Citrix, Azure and AWS; Veeam or similar backup tools; RMM and PSA platforms; PowerShell; and core cybersecurity practices.Nice to haveExperience at a mature MSPITIL certificationMicrosoft, Cisco, CompTIA, VMware or AWS certificationsA track record leading automation or service transformation workExperience with clients in regulated industries